Conference session for the HDI Philly Leadership & Awards Conference

“Doing What Doesn’t Come Naturally: Why IT Support Pros Must Know How to Express Empathy to Customers.”

Most people don’t think “how empathetic!” when they think of technical support. But a lack of empathy with customers or colleagues dearly costs a Support organization. Being seen as unconcerned or oblivious damages Support’s reputation, harms cooperation with other teams, and encourages customers to distrust Support’s communication. In this hands-on session, you’ll learn why Support professionals—from senior leaders to team members—must learn to express empathy with their customers and with each other. You’ll discover that expressing empathy is a learned skill, not something a person is “born with.” Empathy isn’t “fluff.” It’s a practical method of building rapport and cooperation. We’ll also cover how Support leaders can convey to team members what to write or say, so customers will believe they care. And you’ll leave with a copy-and-paste list of 20 empathy statements your team can use right away.